Number transfer and top up/s issue after lost sim card

[GregorS]

Hi there.

I have ordered new sim card replacement via EE website - today I phone up (from o2 sim) this number 800 956 60 00 to check if new sim has been dispatched and I was informed that it was not due to some technical error. Person I spoke with suggested that I go to supermarket and buy a sim card, then phone back so my number can be transferred on to it, and so I did. After waiting for a bit I was told that number transfer was successful, call ended and I went to log in yo My EE. Strangely I was asked to confirm my name and my number which I did. After logging in I have noticed that user account number changed and my top up history of 72 top ups is gone and so it was my current pack, I was also 2 top ups away from next boost.

I did call again to get some help, I was put on hold and after few minutes of waiting call got disconnected.

Can someone from EE help me with this matter, please ?

Thank you

GregorS

[Northerner]

Hi @GregorS 

There is no account access on these forums. You will need to speak to EE CS on 150 about this issue.

Thanks

[Leanne_T]

Hi @GregorS

Thanks for coming to the community. 

I am sorry to hear this has happened, I've sent you a private message on the community for some extra details 🙂

Leanne.